Reltio is looking for a Senior Customer Engineer to provide expert technical support to our high-value customers and partners. In this role, you will resolve complex technical issues, proactively ensure system health, and play a key part in mentoring other customer engineers to enhance overall customer satisfaction and product improvement.
What You'll Do
- Handle highly complex technical problems for concierge and premier success plan customers, involving technical configuration, workflow compilation, lambda code debug, integration, and JSON.
- Resolve customer technical issues through diligent research, reproduction, and troubleshooting, providing alternate solutions and exercising independent judgment.
- Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions at a massive scale.
- Attend in-person meetings with clients to analyze, troubleshoot, and diagnose problems.
- Act as a Team Lead in areas of product expertise, ensuring appropriate ticket investigation and quality resolution.
- Mentor and train ramp-up customer engineers for technical progression into future senior engineers.
- Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
- Participate in rapid response teams with Engineering and DevOps, representing the customer in communications and feedback.
- Actively monitor tenant-level alerting tools and participate in collaborative communications to prevent escalations.
- Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams.
- Lead corporate cross-functional initiatives that contribute to the improvement of the global customer engineering organization.
- Understand and keep up-to-date on the latest product functionality, its dependencies, underlying architecture, and operational impact.
- Participate in a 24/7 on-call rotation for critical after-hours support and support weekend shifts on a rotational/as-needed basis.
- Proactively communicate to avoid escalations and negative customer satisfaction.
- Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
- Lead support initiatives for the betterment of the organization and team.
What We're Looking For
- Bachelor's degree in Computer Science or equivalent field of study.
- 5+ years of experience with on-premise or cloud MDM solutions.
- 5+ years of experience supporting enterprise products in SaaS in a customer-facing role.
- 5+ years of experience with Public Clouds AWS/GCP/Azure and their services.
- 5+ years of experience with REST APIs and integration tools.
- 5+ years previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
- Experience in data management, master data management, analytics, and big data platforms and technologies.
- Experience in hands-on programming (e.g., Python, Java).
- Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
- Experience with RESTful API development and debugging, Postman.
- Experience with web UI development with JavaScript frameworks.
- Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
Nice to Have
- MS in computer science or equivalent experience preferred.
- Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.
Technical Stack
- Cloud: AWS, GCP, Azure
- APIs: REST APIs
- Languages: Python, Java, JavaScript
- Tools: Postman
- Databases: NoSQL databases (Cassandra, Elastic Search, DynamoDB)
Team & Environment
This is a Team Lead role with responsibility for mentoring other customer engineers. You will help guide technical progression and ensure the quality of the team's work.
Work Mode
This is a global position.
Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
